Critical Care and Cardiorespiratory Department, Great Ormond Street Hospital for Children NHS Foundation Trust, London, UK.
MRC Centre of Epidemiology for Child Health, UCL Institute of Child Health, London, UK.
Acta Paediatr. 2018 Aug;107(8):1418-1426. doi: 10.1111/apa.14304. Epub 2018 Mar 30.
To elicit the perceptions of helpline staff who talk to parents of children discharged after cardiac surgery in infancy about parents' key concerns.
A qualitative study involving semistructured interviews with 10 staff at four heart charities. Interviews were recorded, transcribed and analysed using Framework analysis.
Staff identified the knowledge, communication and support needs of parents which they described in terms of the impact of patient and family factors, sources of support and systems. Staff perceptions of helplines, in terms of the function of a helpline and the roles of its staff, together with staff's personal views based on their experience of multiple encounters with many families, influenced how they viewed families' needs and responded to their requests.
Helpline staff provided important, previously uncaptured evidence about the challenges faced by parents of children discharged after cardiac surgery in infancy. Staff have an important role in supporting communication, in terms of speaking to families about how to talk to professionals and talking to professionals directly to get or give information when parents are unable to do so. Capturing the perspective of helpline staff about communication issues has highlighted the need for interventions with professionals as well as parents.
了解热线工作人员在与婴儿期心脏手术后出院的儿童的父母交谈时，对父母主要关注点的看法。
这是一项定性研究，涉及对四个心脏慈善机构的 10 名工作人员进行半结构化访谈。使用框架分析对访谈进行记录、转录和分析。
工作人员确定了父母的知识、沟通和支持需求，他们用患者和家庭因素、支持来源和系统的影响来描述这些需求。工作人员对热线的看法，包括热线的功能及其工作人员的角色，以及工作人员基于与许多家庭多次接触的个人观点，影响了他们对家庭需求的看法以及对他们请求的回应方式。
热线工作人员提供了婴儿期心脏手术后出院的儿童的父母所面临挑战的重要、以前未被捕捉到的证据。工作人员在支持沟通方面发挥了重要作用，例如与家庭谈论如何与专业人员交谈，以及在父母无法沟通时直接与专业人员交谈以获取或提供信息。了解热线工作人员对沟通问题的看法，突出了需要对专业人员和父母进行干预。
